Silos aren\u2019t always obvious, but they can be costly.<\/p>\n
They show up when work moves from one team to another, but the necessary context doesn\u2019t move with it. A deal is closed, but the onboarding team doesn\u2019t understand the nature of the client. A marketing campaign runs, but sales ignores the leads that came in. A contract is renewed, but no one told customer success that the account was at risk.<\/p>\n
Often, these breakdowns are not a result of people not caring. It\u2019s just that key details are getting lost in the shuffle. When everyone\u2019s moving fast and without a clear handoff process, important signals slip through the cracks.<\/p>\n
The result is fumbled handoffs, mixed signals, missed opportunities, and, ultimately, lost revenue.<\/p>\n
We made this playbook for the people sitting in the middle of all this, including sales leaders, customer success managers, marketing and ops owners. The goal is to help create better shared systems across teams.<\/p>\n"}]},{"main_heading":"What are silos?","content_block":[{"acf_fc_layout":"text","content":"
But first, let\u2019s start with the basics.<\/p>\n
Silos in business happen when teams start operating separately from each other, each from their own playbook, with their own goals, tools, and priorities.<\/p>\n
On a revenue team, this usually shows up when sales, marketing, and customer success aren\u2019t aligned, aren\u2019t communicating properly, and aren\u2019t sharing the proper context with each other throughout the buyer funnel. This leads to gaps in communication, disjointed workflows, and data silos (fragments of important information stuck inside different systems or teams).<\/p>\n
And this can be a silent-but-deadly problem for businesses. Data silos can be problematic for businesses because they disrupt efficiency, create duplicate work, and block collaboration, which are all fundamental to having a healthy revenue team.<\/p>\n
And a large part of this has to do with the technology each team is using.<\/p>\n"}]},{"main_heading":"Where and why silos happen","content_block":[{"acf_fc_layout":"text","content":"
Let\u2019s get specific. These four collaboration points are where silos most often show up. Chances are you\u2019re currently suffering from one of these or have seen one of these play out in your company.<\/p>\n
Reps close the deal. CS opens the ticket. But somewhere in between, context dies.<\/p>\n
Marketing runs campaigns, brings in leads, and sales doesn\u2019t use them or want them.<\/p>\n
Often overlooked, this breakdown in proper communication is one of the most damaging when mishandled.<\/p>\n
This one\u2019s about trust and transparency. Execs don\u2019t just want numbers, they want to know whether the numbers are real.<\/p>\n
Did any of the above look familiar? Well, that could be because your teams are lacking a handoff process that is defined, succinct, and mandatory.<\/p>\n
As Mike Villalobos explains in The Bottom Line<\/a>: \u201cThe health and hygiene of [the CRM] is contingent on the last person passing the baton. So you make it a baton system where I can\u2019t move forward unless you hand me the baton in the right manner.\u201d <\/em><\/p>\n A handoff is more than a status update. It\u2019s the transfer of context, ownership, and expectation and it’s the most common place where momentum dies.<\/p>\n Here\u2019s what a bad<\/em> handoff sounds like:<\/p>\n Let\u2019s fix these.<\/p>\n Pro tip:<\/strong> Create a shared lead scoreboard where sales can quickly mark leads as \u201chot,\u201d \u201cmeh,\u201d or \u201cnot relevant.\u201d This will lead to quality customer feedback loops<\/a> instead of finger-pointing.<\/p>\n Pro tip:<\/strong> A simple \u201cChurn Risk\u201d column (green\/yellow\/red) can save thousands in billing mistakes or awkward renewals.<\/p>\n Pro tip:<\/strong> Don\u2019t overcomplicate. One well-maintained CRM dashboard with tight filters beats 20 slides in a pipeline review deck.<\/p>\nTry monday CRM<\/a>\n"}]},{"main_heading":"Sharing the metrics that matter","content_block":[{"acf_fc_layout":"text","content":" Silos thrive in ambiguity. If every team tracks different KPIs or interprets the same ones differently, you\u2019ll always be chasing consensus, and you won\u2019t ever know what\u2019s actually important.<\/p>\n\n
1. Sales \u2192 CS \/ Implementation<\/strong><\/h3>\n
What to transfer:<\/h4>\n
\n
How to run it:<\/h4>\n
\n
2. Marketing \u2192 Sales<\/strong><\/h3>\n
What to transfer:<\/h4>\n
\n
How to run it:<\/h4>\n
\n
3. CS \u2192 Finance<\/strong><\/h3>\n
What to transfer:<\/h4>\n
\n
How to run it:<\/h4>\n
\n
4. Sales \u2192 Leadership<\/strong><\/h3>\n
What to transfer:<\/h4>\n
\n
How to run it:<\/h4>\n
\n
What doesn\u2019t work:<\/strong><\/h3>\n
\n
Metrics that matter across teams:<\/strong><\/h3>\n\n